Effective Date: March 23, 2025
At Foxtramp, we are committed to ensuring your satisfaction with every purchase made on our website, foxtramp.com ("Website"). This Cancellation and Refund Policy outlines the conditions under which you may cancel an order, return a product, or request a refund. This policy complements our separate Terms and Conditions, Privacy Policy, and Shipping and Exchange Policy. By placing an order, you agree to the terms outlined below.
1. Order Cancellations
1.1 Cancellation Window: You may cancel your order within 2 hours of placement, provided it has not yet been processed or shipped. To request a cancellation, contact us immediately at support@foxtramp.com with your order number.
1.2 Non-Cancellable Orders: Once an order has been processed or shipped, it cannot be canceled. In such cases, you may request a return or refund, subject to the conditions outlined in this policy.
1.3 Cancellation Process: Approved cancellations will be refunded to the original payment method within 7-10 business days. If you encounter issues with a cancellation request, please contact our support team for assistance.
2. Eligibility for Returns
You may return a product under the following conditions:
- The product is unused, unwashed, and in its original condition with all tags, labels, and packaging intact.
- The return request is initiated within 7 days of receiving the product.
- The product is defective, damaged, or incorrect due to an error on our part (e.g., wrong item shipped).
2.1 Non-Returnable Items
The following items are not eligible for return or refund:
- Items purchased under final sale, clearance, or limited-edition collections.
- Products that have been used, altered, washed, or damaged by the customer.
- Gift cards, promotional items, or other non-returnable products as specified at the time of purchase.
3. Return Process
To initiate a return for items purchased through your account on our Website, follow these steps:
- Initiate Return: Log in to your account on foxtramp.com and navigate to the "My Orders" section. Select the order and item(s) you wish to return, specify the reason for return, and, if applicable, upload clear images of the product (e.g., for defective or incorrect items). Return requests must be submitted within 7 days of delivery.
- Approval: Upon approval, we will provide a return shipping address and instructions via email or your account dashboard. Returns without prior approval will not be accepted.
- Ship the Item: Package the item securely and ship it using a trackable courier service. Unless the return is due to our error (e.g., defective or incorrect item), return shipping costs are the customer’s responsibility.
- Inspection: Returned items will be inspected upon receipt to ensure they meet eligibility criteria.
- Processing: Approved returns will be processed for a refund or exchange within 7-10 business days after receipt and inspection.
For assistance with the return process or if you are unable to initiate a return through your account, contact us at support@foxtramp.com with your order number and details.
4. Refund Policy
4.1 Refund Processing: Refunds for approved returns or cancellations will be processed within 7-10 business days after we receive and inspect the returned item or confirm the cancellation. The refund amount will be credited as points to the customer’s wallet, which can be redeemed through the Rewards section.
4.2 Non-Refundable Fees: Original shipping fees, cash-on-delivery (COD) charges, and any customs duties or import taxes (for international orders) are non-refundable, unless the return is due to our error.
4.3 Unsatisfactory Condition: Foxtramp reserves the right to deny a refund if the returned product is received in an unsatisfactory condition (e.g., used, damaged, or missing tags/packaging).
4.4 Late or Missing Refunds: If you have not received your refund within 10 business days, please:
- Verify with your bank or payment provider, as processing times may vary.
- Contact us at support@foxtramp.com with your order number for assistance.
5. Exchanges
5.1 Defective or Incorrect Items: If you receive a defective or incorrect product, we will replace it at no additional cost, provided the issue is reported within 7 days of delivery. Initiate the return through your account or contact us with photos and details. Upon approval of the return, we will automatically create a new order for the replacement item and provide instructions for returning the original item.
5.2 Other Exchanges: For exchanges due to size, color, or preference (where permitted), you must initiate a return through your account on our Website. Upon approval of the return, we will automatically create a new order for the replacement item (subject to availability). Return shipping costs are the customer’s responsibility unless the return is due to our error.
5.3 Non-Exchangeable Items: Certain items, such as final sale or personalized products, are not eligible for exchange. Refer to our Shipping and Exchange Policy for additional details.
5.4 Exchange Shipping: For approved exchanges, Foxtramp will cover the cost of shipping the replacement item. If the replacement item is of a different value, any price difference will be refunded or charged to the original payment method, as applicable.
6. Damaged or Defective Products
If you receive a damaged or defective product, please notify us within 7 days of delivery by emailing support@foxtramp.com with your order number, a description of the issue, and clear photos of the product. We will arrange for a replacement or refund, at our discretion, with return shipping costs covered by Foxtramp.
7. International Returns
For international orders, customers are responsible for return shipping costs and any applicable customs duties or fees, unless the return is due to our error. Please ensure compliance with local regulations when returning items.
8. Force Majeure
Foxtramp is not liable for delays or failures in processing returns, refunds, or cancellations due to circumstances beyond our reasonable control, including but not limited to natural disasters, war, strikes, or governmental restrictions.
9. Contact Information
For any questions, concerns, or assistance regarding cancellations, returns, or refunds, please contact us:
Email: support@foxtramp.com
Phone: +91 8593 0634 08
Address: Foxtramp Pvt. Ltd., Kottayam, Kerala, India
We are committed to resolving your inquiries promptly and professionally.
10. Governing Law
This Cancellation and Refund Policy is governed by the laws of India. Any disputes arising from this policy shall be resolved in the courts located in Kerala, India.